SurveySensum

JUNE 1, 2023

This is not good, as detractors can bad mouth their experience with your business and damage the brand value. Customer preferences, cultural nuances, and market dynamics vary with country or region. A seamless return/exchange policy ensures that customers have a smooth experience here.

NPS 52

NPS Retail Effort Score Net Promoter Score 52

Stella Connect

FEBRUARY 28, 2017

Environment relates as much to the contact center design itself as it does to the work culture that you create. Key for both contact center design and culture development is creating close alignment with the core values of your brand. Agent empowerment.

Contact Center 40

Contact Center Culture Feedback Training 40

Stella Connect

JANUARY 30, 2017

The cultural DNA of your front line is misaligned with how customers think about your brand. Brand personality training is as much a part of the onboarding process as are company policies and procedures (not to mention suggestive selling and other revenue-driving practices).

Data 40

Data Retail Culture Contact Center 40

Service Untitled

FEBRUARY 8, 2012

The coffee category included ratings on consumer preferences, the consistency of meeting customer expectations for taste, quality, service, and brand value. Perhaps the hardest part of meeting customer expectations however, lies with brand value and delivering the product to customers to make them happy.

Rewards Programs 47

Rewards Programs Guest Experience Brand Values Policies 47

Kustomer

FEBRUARY 18, 2021

He says: So we’ve got alignment between our brand positioning and the criteria for a selection of our talent, how we onboarded them in a very intentional way to orientate and co-locate them into our cultural values. The common thing would be the C-suite would say, “I don’t like my culture. I want to change it.”

Customer Journeys 52

Customer Journeys Hotels Training Customer Experience 52

Lumoa

FEBRUARY 9, 2023

Customer-Centricity Customer centricity refers to customer-oriented culture in the company. Build CX into the culture: build long-lasting principles oriented on customer success. Purposeful Leadership: Leaders operate consistently with a clear set of values.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

BirdEye

OCTOBER 6, 2023

Reputational risk is potential damage to an organization’s image caused by negative publicity, scandals, or crises that can impact revenue, brand value, and stakeholder loyalty. Example: Amazon consistently revises its policies to address emerging reputational risks, such as counterfeit product concerns.

Strategy 59

Strategy Social Media Airlines Software 59

SurveySensum

FEBRUARY 20, 2024

Brand example: Zappos is known to surprise customers with free upgrades to expedited shipping or even upgrades to a higher-priced product at no extra cost. They have a famously lenient return policy, allowing customers to return items with no questions asked and provide free return shipping.

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

SurveySensum

FEBRUARY 20, 2024

Brand example: Zappos is known to surprise customers with free upgrades to expedited shipping or even upgrades to a higher-priced product at no extra cost. They have a famously lenient return policy, allowing customers to return items with no questions asked and provide free return shipping.

Customer Satisfaction 52

Customer Satisfaction Self Service Strategy Customer Journeys 52

Stella Connect

JANUARY 4, 2022

Group training isn’t just for delivering basic knowledge about products, policies, standards, tech platforms, and the other practical aspects of the customer service agent’s role. Here’s how to start laying that new cultural foundation, brick by brick. Align customer service training with brand values and goals.

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

Lumoa

MARCH 20, 2018

Customer Centricity Customer centricity refers to customer-oriented culture in the company. Build CX into the culture : build a long-lasting principles oriented on customer success. Purposeful Leadership: Leaders operate consistently with a clear set of values.

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

ProProfs Chat

DECEMBER 12, 2019

Customers don’t care about your policy, they care about action. ” – Stew Leonard’s Grocery Store Customer Policy. Company Culture & Customer Service Quotes. Keeping customers is about the experience, and the employees control the culture and temperature of the business. Michael LeBoeuf. Jeff Bezos.

Customer Experience 80

Customer Experience Customer Service Advertising Customers 80

Stella Connect

APRIL 17, 2018

Group training isn’t just for delivering basic knowledge about products, policies, standards, tech platforms, and the other practical aspects of the customer service agent’s role. Here’s how to start laying that new cultural foundation, brick by brick. Align customer service training with brand values and goals.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

Lumoa

MARCH 20, 2018

Customer Centricity Customer centricity refers to customer-oriented culture in the company. Build CX into the culture : build a long-lasting principles oriented on customer success. Purposeful Leadership: Leaders operate consistently with a clear set of values.

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160

Stella Connect

APRIL 17, 2018

Group training isn’t just for delivering basic knowledge about products, policies, standards, tech platforms, and the other practical aspects of the customer service agent’s role. Here’s how to start laying that new cultural foundation, brick by brick. Align customer service training with brand values and goals.

Customer Service Training 40

Customer Service Training Training Tips Customer Service 40

Stella Connect

SEPTEMBER 22, 2017

In 2017, The Values Institute ranked Southwest, Marriott, and Hilton among the top five most trusted brands based on five “C-Trust” variables: consistency, competence, candor, concern, and connection. So how can you set yourself up for customer service success in Q1 2018 and throughout the year?

Travel 40

Travel Customer Service Contact Center Self Service 40

Currency Alliance

JULY 24, 2018

The attendant at the gate refused to let me on – which in fairness, was airline policy – and I was booked onto the next flight (6 hours later) without fuss or additional expense. create a staff culture where solving customer problems is a priority, and empower your employees to act on the spot.

Travel 40

Travel Course Customer Experience Airlines 40

Thematic

JUNE 17, 2024

Paul Stevenson added that delivering customer value often translates to making things easier for customers: "And for me, that's actually making things easier for your customers, whether it's policy process, you know, procedures, how they do things, how they interact with you, making things easier."

ROI 62

ROI Multi-Channel Analysis Customer Centricity 62

Qualtrics

JANUARY 23, 2020

It’s also the policies and practices a company puts in place to make these things happen. Improving labor policies. Corporate policies that benefit the environment. CSR is a growing priority for businesses of all sizes, and something that’s seen as a key part of an organization’s vision and employee value proposition.

How To 26

How To Policies Employee Engagement Study 26

Beyond Philosophy

SEPTEMBER 16, 2021

Last time, I explained two of the nine areas, People and Culture. It means that you consider the impact on customers for things like deep staffing decisions or legal policies you employ, or even recruitment policies. We were talking with a client about their brand values. Customer Strategy. What did that mean?

Customer Focused 88

Customer Focused Marketing Customer Centricity Government 88